aps3 participant support officer - katoomba

HR Partners; Katoomba; On-site; AUD 76,000 - 84,000; Full time

Job summary

The APS3 Participant Support Officer role is based in Katoomba, NSW, onsite with a 12-month assignment and a 38.89ph pay rate plus super. Join a Federal Government organisation delivering essential support to NDIS participants, families and carers, serving as a local point of contact and ensuring smooth daily operations.

The role focuses on counter/reception support, handling enquiries by phone and email, data entry, and coordinating administration to keep services accessible and responsive for

Qualifications

• Australian citizenship is mandatory.

Responsibilities

• Provide direct counter and reception support, assisting participants with self-help kiosks, online portals, and general scheme enquiries.
• Plan and action tasks, managing participant matters in alignment with the NDIS Act.
• Answer phone and inbox enquiries, offer accurate advice, or connect customers with external services.
• Coordinate office appointments, oversee shared email inbox, and maintain accessible facilities.
• Conduct basic research, prepare routine reports, update customer records, and perform data entry.
• Receive, record, and process participant feedback and complaints within business systems.

Skills

Customer service

Reception

Data entry

Phone support

Administration

Job description

aps3 participant support officer - katoomba

Position Title: APS3 Participant Support Officer

Location: Katoomba NSW
Employment Type: Full-Time (100% Onsite | Monday to Friday, 8:30am – 4:30pm)
Duration: 12 months assignment (31st December 2027 with further extensions)
Pay Rate: $38.89ph + super
Eligibility Criteria: Australian Citizenship is Mandatory

Position Title: APS3 Participant Support Officer

Location: Katoomba NSW
Employment Type: Full-Time (100% Onsite | Monday to Friday, 8:30am – 4:30pm)
Duration: 12 months assignment (31st December 2027 with further extensions)
Pay Rate: $38.89ph + super
Eligibility Criteria: Australian Citizenship is Mandatory

About the Role

Join Federal Government organisation to deliver vital support to NDIS participants, their families, and carers. You will serve as a key point of contact, ensuring smooth daily operations at the local office counter and providing high-quality service across multiple communication channels.

Key Responsibilities

• Participant & Customer Support: Provide direct counter and reception support, assisting participants with self-help kiosks, online portals, and general scheme enquiries.
• Planning & Actioning Tasks: Manage and resolve participant matters by completing action items and planning tasks in alignment with the NDIS Act.
• Enquiry Resolution & Referrals: Answer phone and inbox enquiries, offer accurate advice, or connect customers with relevant external community and government services.
• Administration & Operations: Coordinate office appointments, oversee the team’s shared email inbox, and maintain accessible facilities for visiting participants.
• Research & Data Entry: Conduct basic research, prepare routine reports, update customer records, perform data entry, and track required follow-up actions.
• Feedback Management: Receive, record, and process participant feedback and complaints within business systems.